User gets misidentified for unknown reason

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.2
  • Used Zammad installation type: docker-compose
  • Operating system:
  • Browser + version: Firefox 145.0.1

Expected behavior:

  • User A sends Mail to Zammad
  • Zammad sees from-Mailaddress an chooses User A as Customer

Actual behavior:

  • User A sends Mail
  • Zammad sometimes chooses User A and sometimes chooses User B
  • User B has no profile info that could lead to this misidentification. (Mailaddresses are firstname.lastname@example[.]com, the users dont have names in common, same org, same domain, both users don’t have phone numbers in their profiles)
  • Only seems to happen for those two users..

Steps to reproduce the behavior:

  • I have no actual idea what happened or why this is happening
  • Could imagine that I went to fast at some point typing in User A’s Name and pressing enter to early choosing User B by accident which could have lead to Zammad now misinterpreting it. (This is just a guess)
2

I would check the EML file, to identify why the email is assigned to the wrong user.

3

Okay. What exactly should I check? from-mail is User A’s Mailaddress.

I also tried searching for User A’s exact name and it found both User A and User B.
To me it looks like some sort of Cachingproblem but I don’t really know how it works..

4

Maybe we should begin with how you spot the invalid user identification.
Is it the ticket customer being incorrect? Is it the ticket article and META information that belongs to it…?